Customer Solutions Specialist
1 day ago
This is an exciting opportunity to join Pepper Financial Services Group as a Customer Solutions Specialist, based in our Parramatta office.
About the RoleThe primary purpose of this role is to ensure the effective administration of disputes and document custody while delivering exceptional customer service in line with Pepper's guidelines.
- Minimise risk to the organisation through proper dispute administration and exceptional customer service.
- De-escalate complaints while adhering to regulatory and company guidelines.
- Identify process improvements through testing and change management.
- Ensure all disputes are closed pending action and reviewed within regulatory timelines.
- Review and amend EDR letters drafted by staff where necessary, ensuring accurate information and brand protection.
- Support the Customer Resolutions team as a Subject Matter Expert during onboarding and ongoing training.
We're looking for someone with experience in contact centres or customer solutions environments within the finance industry. Key qualifications include:
- High attention to detail resulting in accurate and high-quality work.
- Outstanding verbal and written communication skills.
- In-depth understanding of IDR and ACFI processes.
- Experience in process improvement would be highly desirable.
We operate according to three core values: Can Do, Balanced, and Real. These values underpin everything we do, guiding us to deliver exceptional results while respecting people and honesty.
Our BenefitsWe offer a values-based and diverse environment, a leadership team that supports and inspires you, and a culture that rewards strong performance and potential. Some benefits include:
- A hybrid working model promoting work-life balance.
- A Spice Rewards Program recognising individual efforts.
- Free gym membership with our partners.
- Referral bonus for referring network members.
- Paid parental leave entitlements offering flexibility.
- Purchasing leave options and more.
$80,000 - $110,000 per annum, depending on experience.
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